NHS Blood and Transplant
Head of Donor Services
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Job Summary
At NHS Blood & Transplant (NHSBT), we work with patients and donors to save and improve lives every day. We are on a mission to make sure every patient receives the donation they need whilst ensuring that our generous donors receive the experience they deserve.
Are you an experienced leader with a passion for delivering outstanding customer service, driving transformation, and leading high-performing teams?
NHS Blood and Transplant is seeking a Head of Donor Services to lead the strategic development of our National Contact Centre and Donor Services functions. This national role plays a critical part in ensuring an exceptional experience for donors, supporting donor loyalty and helping NHSBT achieve its mission of saving and improving lives.
Main duties of the job
In This Role You Will
- Accountable to the Assistant Director – Marketing & DCS, for leading and developing the National Contact Centre (NCC) and Donor Portal strategies to deliver an effective donor contact and response service, working together with other strategic planners and staff as appropriate to achieve a consistent, professional level of service for donors and customers across NHSBT.
- Leading the outsourced National Contact Centre (NCC) contract to manage telephone inbound, telephone outbound, digital (email/SMS), social media and customer survey activity including the development of policies and procedures to improve NHSBT systems and service. To be the prime expert for contact centre services.
- Leading the referral teams, to build a donor-focussed culture to improve donor satisfaction and donor loyalty; establishing and maintaining integrated and effective systems to manage the receipt and response to donor and public correspondence including the management of complaints.
- Responsible for intelligence gathering on customer service-related issues; championing the cause of customers and donors to deliver robust performance improvement.
About You
Experience and Knowledge
- Demonstrable senior management experience within the Contact Centre industry, defining strategy and driving and leading service improvement.
- Experience of working in a complex organisation and leading a relevant department.
- Experience of representing organisations nationally and internationally.
- Experience of creating, negotiating and managing service level agreements and/or outsource contracts.
- Experience of delivering a quality service in a fast-paced environment.
- Demonstrable experience of working in a customer environment and delivering measurable improvements in service.
- Experience of managing and delivering change programmes.
- Experience of customer service strategy development.
- Experience of providing a service which responds to customer needs and reviewing or adapting as a result.
- Experience of developing and presenting business cases.
- Experience of managing and motivating large teams of staff.
- Experience of co-ordinating multi-discipline projects and meetings.
- Experience of dealing with conflict management.
- Experience of managing a multimillion-pound budget.
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Qualifications And Training
- Post Graduate qualification in Business Management or Marketing or equivalent.
- MBA/Management masters or equivalent.
- Demonstrate commitment to own Continued Professional Development (CPD).
About Us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.
Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work – and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.
You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.
What We Offer
- Hybrid working arrangements – because NHSBT works nationally, we’re able to offer hybrid working options that give you more flexibility to balance work with life.
- Flexible working options – we promote flexible working where the role allows. We’re happy to discuss what flexibility might look like for you.
- Generous annual leave - 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.
- Inclusive pension scheme - the NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns). Further details and outline of benefits can be found at: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions
- Supportive learning culture - we’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
- Health and wellbeing support – we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.
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As a Disability Confident Employer, we welcome applications from disabled candidates. We will talk with you to explore any adjustments that may help you during the recruitment process.
You can find more information about accessibility, our culture, and how we support applicants on the NHSBT Careers website:
To learn more, please see the job description and person specification. These can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.
Next steps
This vacancy will close at 23:59 on 02 August 2026.
The assessment process for this role will include a presentation task assessment and an interview. The interviews are anticipated to be held on 18 August 2026– subject to confirmation.
For informal enquiries please contact – Daniel Madzikanda - Lead Recruiter via email at daniel.madzikanda@nhsbt.nhs.uk
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